Senior Technical Support Representative

About the Role

LearnUpon seeks a Senior Technical Support Representative to own the full lifecycle of complex eLearning issues. You will diagnose data flows within databases, guide intricate system migrations, and protect clients using our comprehensive LMS platform. This is a 12-month hybrid position based in Sydney, requiring owner-minded initiative and relentless intellectual curiosity from the outset.

What You'll Do

You will answer customer support tickets and phone calls, acting as a trusted advisor to a growing global client base. A primary focus will be on achieving client results, helping them discover, deliver, measure, and materialize their unique learning goals through our single, powerful LMS solution.

• Troubleshooting intricate issues using SQL queries and detailed server log analysis to isolate root causes.
• Replicating technical faults within internal test portals to validate the conditions that trigger the failure.
• Managing complex tickets that involve APIs, webhooks, and third-party integrations to restore functionality.
• Guiding customers through data migrations and system configuration processes to ensure accurate and secure transitions.
• Reviewing internal data requests to verify security protocols, data integrity, and compliance requirements.
• Documenting technical bugs with precision for product and development teams to facilitate future fixes.
• Partnering with Sales and Customer Success teams to resolve layered enterprise client problems collaboratively.
• Contributing to internal projects that optimize workflows, automate repetitive tasks, and improve team efficiency.
• Sharing actionable feedback based on recurring issues to drive improvements in the platform and associated documentation.
• Analyzing support metrics to identify trends and proactively suggest solutions that reduce ticket volume.
• Conducting knowledge transfer sessions with team members to elevate the overall capability of the support function.
• Validating fixes and updates in pre-production environments before changes are deployed to live systems.
• Ensuring all client communications maintain a professional tone and adhere to the company brand standards.
• Utilizing diagnostic tools to inspect network traffic and identify potential bottlenecks or connectivity issues.
• Operating diagnostic tools to monitor system health and performance, ensuring high availability for clients.
• Escalating complex technical incidents to engineering teams with comprehensive diagnostic artifacts.
• Participating in on-call rotations to provide timely support coverage across global time zones.

Requirements

Candidates must bring a minimum of two years of experience in technical customer-facing support roles. You must possess strong troubleshooting abilities within web-based environments, including hands-on familiarity with HTML, CSS, and browser debugging tools. Database proficiency is essential, specifically the capability to traverse databases and extract information using SQL. Exceptional communication skills in both written and spoken English are mandatory, with the ability to explain complex technical topics clearly and empathetically to non-technical audiences. Resilience and adaptability are crucial to maintain motivation and a "get-it-done" mindset in a fast-paced, evolving environment. Superior attention to detail and a highly analytical approach to problem-solving and technical documentation are expected. Proficiency with Salesforce or a similar CRM system for tracking and managing client interactions is required. Experience leveraging AI tools to streamline tasks and improve efficiencies is also necessary. You must be legally authorized to work in Australia without sponsorship. You must be available to work a hybrid schedule in the Sydney office as defined by company policy. You must be able to lift and carry objects up to 10 kilograms if required in a laboratory or server room environment.

Nice to Have

Experience within a SaaS company is advantageous. An eLearning or LMS background, with familiarity with standards such as SCORM and Tin Can, is a plus. Understanding of Single Sign-On platforms like Okta, OAuth, and Active Directory, along with common API authentication mechanisms, is valued. Knowledge of Linux command line, SSH, and core networking protocols is preferred. Experience troubleshooting microservices and using Customer Success platforms like Planhat is beneficial. Experience working effectively with global teams across multiple time zones is essential for seamless collaboration.

Role Facts

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Location: Australia

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Engagement: 12-month contract

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Compensation: $130,000 AUD